Cherwell: Creating a Standard Change

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Creating a Standard Change

A Standard Change Type is a low risk repeatable change that follows an established path with pre-defined builds, testing processes, and do not require systematically driven approvals, and it follows these statuses in CSM: Classify, Implementing, Review (if the Final Disposition is anything other than “Successful – No Impact) and Closed.

Create a New Standard Change

 

1. In the Main Menu, click New>New Change Request.

The Standard Change record is divided into two main sections: Info, Classify/Assess and Implement.

Completed Standard Change Request

 

2. Click the drop-down next to Change Type and select Standard.

As soon as you select the Change Type, the status changes from New to Classify. 

3. Fill in the Requestor. This field may be populated with the end-user creating the record, but you can click the Contact Manager button to select someone else. This is usually the person who has made the request for a change to be completed. It could also be the manager from the area driving the change.

Requestor

 

4. Fill in the Change Title. The title may appear in Dashboards and Reports. Try to keep it to no more than five words if possible. Use the Description field for more detailed information. 

5. Fill in the Description. In this field, provide a detailed description of the work that will be completed.

6. Fill in the Priority. Click the drop-down arrow on this field to review the Priority Matrix. This matrix is based upon the number of people impacted, and the urgency is based on how critical the situation is to the organization.

Move to the Implement part of the Change record. 

1. Select the Standard Change Template. As with most Standard Change processes these templates represent routine, low-impact and routine change processes that do not require approval. In the out-of-the-box workflow, a Normal Change Request can be nominated, reviewed and approved as a template and the will appear in the drop-down list here under Standard Change Template.

2. Select the Standard Change Approved Items. These are populated based on the selected Standard Change Template that is selected.

3. Select the Proposed Start Date. Select the date\time the actual work begins to implement the change. For some organizations, this is the timeframe that begins an outage so the work on a server can be started. This is not the date the Change Request record is created or initiated, but rather the date the actual work will begin.

4. Select the Proposed End Date. Select the date\time the work to implement the change will be completed.

Dates should be as specific as possible for when the actual change activity will occur. 

5. Select the Primary CI. If CI’s are populated, and available in the CMDB interface, select the primary affected CI. If additional CI’s must be linked to the Change Request, click the link button on the Configuration Items tab in the Arrangement. This opens the CMDB interface and you may select an additional CI to link.

Link Additional CIs

 

While there are many types of CI’s listed, the best practice is to select the category or type of CI and then narrow your search from the resulting list.

CMDB Search

 

6. Select the Service. This is the main service affected by the Change Request.

7. Select the Category.

8. Modify the record Status. Click Next: Implementing to move the record to the Implementing status.

9. (Optional) Add Journal to the record to document testing, troubleshooting, conversations, meetings and outcomes etc. On the Journal Tab in the Arrangement, click New Journal - Note

New Journal

 

10. Modify the record Status. Click Next: Close to move the record to the Closed status.

Once you click Next: Close, a popup window appears with the message, “Closing out this Change Request will lock all fields”.

11. Click OK on the popup window, or click Cancel.

12. Modify the record Status. Click Next: Close to move the record to the Closed status.

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11/15/2018 3:10:16 PM